If there is a problem transmitting the documents in the Source Document Processing folder to the Thomson Reuters optical character recognition (OCR) servers, you will be prompted that there was an error during transmit / retrieve.

The document will then display a status of "Error, try again."

An error transmitting a document or set of documents can occur for the following reasons.

The EIN or SSN is missing from the Setup > Clients screen. The following message displays: "Unable to transmit source documents for processing because client is missing EIN/SSN. Please enter a valid EIN/SSN and transmit again."

One or more of the documents is password protected. Remove the document, remove the password protection, and then transmit again.

You do not currently have a valid credit card on file or an unlimited OCR license. Contact our Customer Service team to resolve this issue.

Your computer's date and/or time does not match the Thomson Reuters OCR servers.

The file being transmitted is too large for your computer's available memory space. Try a smaller file or smaller batches of files, reboot your machine, and/or minimize the number of open programs.

The PDF was created in an outdated version of Adobe. The following message displays: The document was unable to be read. Please remove any password on the document and verify that it is a valid document." To resolve this, open the PDF outside of the Workpapers Dashboard, then choose File > Save As, and re-add the document to the Source Document Processing folder.

Internal notes

Support: Some of the transmission errors do not give you a secondary message saying what the problem is. To enable the error logging for Source Document Processing, use these steps:

Close Workpapers CS / Accounting CS.

Create a text file called "csi.debug" in the following location - C:\Program Files (x86)\Creative Solutions\Workpapers CS or Accounting CS.

Open the new text file and type "EnableGenericLog=true".

Restart Workpapers and try to retransmit the file.

Any errors that happen are added to the regular log.txt file found at C:\Users\[[username]]\AppData\Local\Creative Solutions\Accounting CS or Workpapers CS. Note that the AppData folder is hidden, so you may need to display hidden folders first.